Junior Quality Assurer – Customer Service Voice
Uphold Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Braga • Portugal
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Job Level
About the role
- Monitor and evaluate voice interactions handled by customer service agents across departments, with additional coverage of email and chat channels as required.
- Score agent performance against defined QA scorecards and quality frameworks, delivering clear, constructive, and actionable feedback.
- Identify trends, recurring issues, and knowledge gaps from interaction reviews and escalate findings to team leads and the Training team.
- Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).
- Collaborate with Customer Service Management staff to develop and refine QA scorecards, call evaluation guidelines, and quality standards.
- Participate in calibration sessions to ensure consistent scoring standards across the QA team.
- Monitor agent adherence to internal policies, regulatory requirements, and customer service best practices during interactions.
- Contribute to the continuous improvement of customer service workflows and standard operating procedures across all supported channels.
Requirements
- Bachelor's degree in a relevant field or equivalent practical experience.
- 2+ years of experience in a customer service quality assurance role, with a strong focus on voice channel evaluation.
- Solid understanding of customer service best practices, quality frameworks, and compliance fundamentals.
- Strong analytical skills with the ability to interpret quality data and translate insights into actionable recommendations.
- Strong written and verbal communication skills in English, with the ability to deliver feedback clearly and constructively.
- High attention to detail and a structured, methodical approach to evaluating interactions.
- Team-oriented mindset with a proactive approach to problem-solving and process improvement.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancevoice channel evaluationdata analysisperformance reportingQA scorecardscall evaluationcustomer service workflowsstandard operating procedures
Soft Skills
analytical skillswritten communicationverbal communicationattention to detailproblem-solvingprocess improvementteam-oriented mindset